Assessment of E- Banking Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia

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Addis Ababa University


The major objective of this study was an amassment of E- Banking Service Quality in the selected district of commercial bank of Ethiopia in Addis Ababa area. Purposive sampling was used to select branches. Moreover, random sampling was applied to select respondents. Data collection instrument which was used in this study was questionnaire and interviews. The research design was mixed approach and various statistical tools like chi- square test, frequency, percentage, Cronbach’s Alpha was applied and the following findings were identified. The respondents confirmed the presence of trust in E-banking services. E-banking was reliable with CBE. E-banking has impact on customer satisfaction. Moreover, assessment was made on quality service of e-banking in the context of five dimensions of service quality which are reliability, responsiveness, assurance, empathy and tangibles. In order to describe further the researcher designed hypothetical statement to be tested by chi- square and all the hypothetical statements failed to be accepted and alternative hypothetical statements were accepted. List of recommendations has been presented based on the finding of the survey conducted. The CBE should improve provision of ATM, internet banking and POS services to satisfy all customers in standard and functional manner. It should also decrease the down time of the network at all levels, retain the existing e- banking customers and to improve e- banking service quality, the bank should continuously maintain error - free transactions through e-banking. Moreover, the bank management should improve e- banking quality service so as to satisfy customers’ needs and pay attention to e-banking customer complaints in order to satisfy the customer expectation. The management of the bank should regularly run research activities in order to keep a regular truck of customer satisfaction level of e- banking services quality and conduct further on the impact of e-banking service quality dimensions on technological trust and usage by customers of commercial bank of Ethiopia. Key words: Commercial Bank of Ethiopia, E- banking, service quality dimension, reliability, responsiveness, assurance, empathy, tangibles and customer perception



Commercial bank of ethiopia, E- banking, Service quality dimension, Reliability, Responsiveness, Assurance, Empathy, Tangibles and customer perception